Customer Service Team Manager
hace 2 meses
Job Description Join our vibrant team at Rank International We are seeking a Customer Service Team Manager who will play a pivotal role in managing our daily operations and leading strategic projects to enhance customer service processes. This position is crucial for driving team performance, ensuring operational excellence, and maintaining high levels of customer satisfaction.
This position is based in Ceuta and requires the candidate to reside locally, although it includes some opportunities for remote work.
Key Responsibilities:
Leadership and Team Management: Lead a team of customer service agents to achieve excellence in service delivery. Conduct performance reviews, manage scheduling, and ensure all team targets for quality and productivity are met. Directly responsible for the effective hiring, onboarding, and training of new agents to build and maintain a highly skilled and engaged team.
Operational Management: Oversee the operational aspects of customer service, including resource allocation, monitoring service levels across all channels, and managing team adherence to schedules.
Stakeholder Engagement: Act as a liaison between customer service and other departments to resolve issues swiftly and improve service procedures.
Process and Performance Improvement: Regularly assess and optimize workflows and processes. Provide detailed reports on operational challenges and achievements to senior management.
Customer Risk Management: Identify and mitigate risks related to player addiction in line with company policies.
Escalation and Issue Resolution: Serve as the first point of contact for complex customer issues, ensuring timely and effective resolutions.
Service Accountability: Maintain accountability for customer service quality during all servicing hours. Ensure that all customer interactions meet the company's standards for professionalism and effectiveness, and that service levels are consistently upheld.
Qualifications Fluent in Spanish and English. While not required, proficiency in Portuguese is considered an asset.
Experience in customer service management, preferably within the gaming or related industry.
Strong proficiency in Microsoft Office and familiarity with CRM systems such as Salesforce or Zendesk are required. Knowledge of Jira software is desirable.
Exceptional communication and interpersonal skills, with the ability to lead and motivate a team.
Higher educational background is preferred, though not mandatory. We equally value relevant experience and practical skills for successful performance in this role.
Personal Qualities:
Leadership: Strong ability to coach and develop a team, with a focus on building high-performing teams.
Possesses a strong sense of responsibility, consistently displaying commitment and reliability in all aspects of the role.
Communication: Excellent communication skills, capable of handling high-stress situations and resolving conflicts effectively.
Problem-solving: Adept at identifying problems, analyzing ways to mitigate risk, and implementing solutions.
Resilience: Ability to manage multiple priorities and adapt to changing environments.
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